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Problems cancelling Tiscali broadband account

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Not going to go into all the detail of my dealings with Tiscali when they were my service provider, but the bottom line is due to the problems I?ve had cancelling my account I really can?t recommend them.

I switched broadband provider away from Tiscali last year and Tiscali gave me a migration code which I passed on to my new provider.  Everything checked out and I was connected with my new provider very quickly (about 10 days).  However, my account with Tiscali stayed active and they have continued to bill me every month since.  I have phoned Tiscali approximately 20 times to try and resolve this.

Each time I phone them they ask me to do something different, or they tell me that they will do something and they never actually do!  They don't call back when they say the will and when I call them to find out what's happening I need to go through the whole story again from scratch.

Cancelling Tiscali Broadband My first gripe is that all the boxes were ticked for my migration, I did everything I was asked, my new provider had no issues at all, but Tiscali continue to bill me.  If Tiscali were to take this approach with everyone who leaves them, the amount of interest accrued on the over billing must run into the 10s of thousands of pounds.  Also the calls I have needed to make to their premium rate lines must run into ?20-30 so far.

I have found that the customer service advisors sound like they're about to fall asleep, and also devoid of any idea of how to tackle my query.  The most annoying thing they have done so far is to give me the "yes-yes-yes don't worry sir, it's all sorted" only for nothing to happen ? yet again. 

Also I've been put on hold or transferred numerous times and the line has gone dead.  It?s very frustrating dealing with them on the phone.

The next step is for me to write them a formal complaint; following which if it's not resolved I'll take it on to CISAS.  Personally, I will definitely not be using Tiscali in the future, the problems I had cancelling the account were unacceptable and I really can?t in good faith recommend them to others.

By: Dan


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 Ri ta

Ri ta

Reading all these comments surely there is a governing body who oversee and deal with such problems. Maybe someone should start a petition. Looking at the number of complaints soon enough on the list to get someone to take notice. I am also trying to cancel my contract but being not very good at computing not very successful. Also not in a good place. Recently widowed AND 90 years old!!!
22/04 Ri ta
1
Mrs Angry

Mrs Angry

I have just had a direct debit for £498.36 come out of my account this week from Talk Talk, despite cancelling with Tiscali and moving to Virgin over 2 years ago. Spent a lovely 45 minutes being put from department to department and then being cut off. Then spoke to a nice lady who told me I had to speak to the ring fenced team but as my husband is the account holder he will have to ring them. So waiting to get this sorted. They tell me the account is still live!
31/03/11 Mrs Angry
-33
The voice of the people

The voice of the people

I have just found a stress free way to cancel my account(after two months of trying). I contacted ofcom (phone regulator) who informed me of a dedicated phone number talk talk have for such problems. They had to set this up after numerous complaints about them to ofcom.
The number is 0800 5428073. When you ring this number they could not be nicer or more efficient, its just a shame ofcom have to get involved in order for them to do what they should do anyway.
Ps when you ring them make sure you drop the name OTELO (the phone ombudsman) into the conversation, I can guarantee your account will be cancelled immediately and any refunds that are owed are actioned immediately. Good luck folks, would be nice to hear how any of you get on after trying this method.
17/03/11 The voice of the people
-12
The voice of the people

The voice of the people

I have just found a stress free way to cancel my account(after two months of trying). I contacted ofcom (phone regulator) who informed me of a dedicated phone number talk talk have for such problems. They had to set this up after numerous complaints about them to ofcom.
The number is 0800 5428073. When you ring this number they could not be nicer or more efficient, its just a shame ofcom have to get involved in order for them to do what they should do anyway.
Ps when you ring them make sure you drop the name OTELO (the phone ombudsman) into the conversation, I can guarantee your account will be cancelled immediately and any refunds that are owed are actioned immediately. Good luck folks, would be nice to hear how any of you get on after trying this method.
17/03/11 The voice of the people
-22
VicGould

VicGould

This is such a common problem that Talk Talk have a department dedicated to it. It is called the Bill after cancellation Department.
I also changed my service provider from Talk Talk. Five months later they are still trying to bill me.
I spoke to someone at the bill after cancellation department who closed the account that I had cancelled. Then I was told that I would get a charge for cancelling early.
I had been with Tiscali for 5 years. It seems that when Talk Talk took over and offered all these lovely things like faster cheaper broadband it was a sneaky way of starting us on new contracts.
10/03/11 VicGould
-22
maria

maria

I wish,i want to cancel my Broadband with immediate effect ,for many reasons.
I look forward to hearing from you.
Yours faithfully.
Maria nilza da silva.
account no 3100271831
18/02/11 maria
-20
Stokie

Stokie

Tiscali is absolutely terrible. I have tried to call them three times to terminate my account (as the price kept going up, as the speed kept going down) and each time they would either put me through to a line which ended up just hanging up or through to some menu which wouldn't work.

Stay away from Tiscali/TalkTalk!
16/02/11 Stokie
-14
andyt

andyt

cancelled with tiscali now talk talk and went to sky but talk talk are still billing me but to wait for a phone advisor is costing me each time I have to contact them over there mistakes surely we should not foot the cost when it is talk talks problem.
05/02/11 andyt
-19
Rod

Rod

Well I have made 38 calls to TalkTalk/Tiscali to cancel my phone-broadband contract as I have moved house. I get told sometimes that their systems are down...other times that my account "was in the process of migrating from Tiscali to Talk Talk so phone back in a few days". Meanwhile, of course, they continue to charge my card.
31/12/10 Rod
-10
Wound up firious customer

Wound up firious customer

Am simply shocked and appauled. Spoke to the Tiscali dept after holding, passed through to numerous departments. Finally spoke to THE RUDEST MOST IGNORANT boy called BHAZEEN
merely trying to obtain a MAC CODE. He outright refused to provide me with this simple request saying I could take another package with them instead? IGNORANT PIG would simply not help and then frustrated, I asked for his manager who he refused to put me through to...
Just got NOWHERE with a phone bill to me. Tiscali have disgusting staff on board.
09/12/10 Wound up firious customer
-20
JAD

JAD

In answer to 'Frustrated Rosey' and really to everyone here, 'TALK TALK' need to be put before the Civil Courts - altho' many would feel the Criminal COurts would be more appropriate but the way things are going they are likely to be full of MP's caught fiddling before too long.
The problem with ISP's is that they have your money, know how to scare you out of your wits with threats of debt collectors and also know that Indian call centres are just the ticket to provide a totally useless and shameful excuse offered in the name of 'Customer Service'
I wonder how many would stand united in a legal action against this Mob ??
01/11/10 JAD
-16
fustrated rosey

fustrated rosey

I canselled my internet provider talk talk, earlier this year and was given a code to give to BT. I was told talk talk would be canselled. Now only to find im not only getting to bills but after every conversation I have with talk talk about canselling my contract. I have just been sent a debt collection agency letter to recover a debt that ive already paid for with BT. Ofcom dont seam to beable to help. I have 3 other friends who also have tryed canselling but are having problems. What do we need to do to get through to this company????????
01/11/10 fustrated rosey
9
NoTalkTalk

NoTalkTalk

My dealing with Tiscali had been good. I switched from BT to them in 2005 (Tiscali offered a better deal). It has only been since Talk Talk have taken over when my problem started. I urge you not to give Talk Talk any of your custom. I first had no internet connection at the start of October 2010. After calling their poor customer service line I was asked to go through the diagnostics, clearly the Indian chap was reading off a script! After explaining three tines to the chap that I went through the diagnostics before I called, he then asked if I could wait on-hold. 45 minutes later the same chap came back to inform me that a change was in progress to migrate all Tiscali users to the new Talk Talk server. He also pointed out that an Email and a letter had been sent to me. I never received either. I was told that this change would be completed by the 21st of October. It never. I then called after this date and spoke to another adviser who then asked me again to go through the diagnostics - again! After explaining to the adviser (if that is what you can class these people as!), I was then put through to a 2nd line team who also asked me to go through the same process again. By this time, as you can imagine, I was really sick to the back teeth of this bunch. I then asked to be put through to their cancelations department so that I can be given a MAC code. I have since gone back to BT. Only if you dare have a TalkTalk package. And if you have money to throw away.
29/10/10 NoTalkTalk
-19
JAD

JAD

I have had a year of constantly reducing speeds from 5.6mbps down to my current .13mbps. I spent 49 minutes on the phone today chasing my tail in circles from one Indian call centre to another - net result was that there was nothing that they could do and in general terms I was wasting my time ringing and complaining about the poor standard of service anymore. He then told me to move to BT as I might get treated better there, but he doubted it as all there techi stuff was dealt with in India as well !!!
Isn't it high time that these rogue ISP's were dealt with under Criminal Law for Theft and Fraud ?? Surely us Brits can rise to the challenge and deal somehow with these fraudsters who in the main appear to be all Asian, or is that just me getting my accents confused as my rage is stoked up ??
27/10/10 JAD
1
Lynnie

Lynnie

My 70yr old Mum has been going round in circles with TalkTalk for 6 months now. They upgraded her broadband from 12.99 per month to 19.99 per month without notifying her. She called them to complain explaining she couldn't afford this on a state pension and they offered her a 14.99 per month package but failed to tell her it included the phone. when she realised this Mum called to cancel the account, (she was within the cooling off period).
After a few days She called TalkTalk to ask for the MAC code so we could change provider, she was told that there was no note of her calling to cancel the account and if it was cancelled now there would be a charge for breaking the contract. The guy said the tape from that date could be sent to head office to be checked to see if she did actually cancel the account and he would credit the account 19.99 and not charge for the following month as it would take about 6 weeks for the tape to be listened to! Mum then received a bill for 19.99? Once again she called, explained the whole story again and asked why was she billed 19.99 when the deal she was on was 14.99 and she was supposed to be getting a free month anyway.
After reading all the notes the guy offered to cancel the account as TalkTalk hadn't provided the service offered however she would have to pay the 19.99? I paid the money and was told that the account would be cancelled on such and such a date. I signed Mum up to BT and everything seemed fine. And then Mum received a bill for nearly £300.00! I called again and was told this was an oversight not to worry he would send a note to the finance department to get the charge removed. Hooray!?! nope, Mum received a final reminder today! It is absolutely disgusting how they have treated her, they haven't carried out any of their promises to resolve this problem and have left my, now, 71 yr old mother in fear of debt collectors.
26/10/10 Lynnie
-12

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